Customer Support Specialist – Remote Job in India at Cision
Cision is a globally recognized leader in PR, marketing, and social media management technology and intelligence. With a mission to empower every individual to make an impact, Cision believes in fostering a culture of collaboration, innovation, and personal growth. The company is seeking a Customer Support Specialist to join its team remotely in India, where you’ll play a key role in delivering outstanding service to customers and contributing to the company’s success. If you are passionate about customer service and want to work in a company that values diversity, equity, and inclusion, this role could be the perfect fit for you.
What Is the Role of a Customer Support Specialist at Cision?
As a Customer Support Specialist, your primary responsibility will be to provide exceptional customer service by responding to inquiries, resolving issues, and ensuring that customers receive the support they need. You will be a crucial part of the first-tier support team, working closely with Technical Product Specialists, Customer Experience teams, and Research and Development (R&D) departments. Your contributions will have a significant impact on shaping the future of communication and customer experience at Cision.
Responsibilities of a Customer Support Specialist at Cision
- Customer Inquiries and Communication:
- You will be responsible for replying to customer inquiries via various communication channels such as phone, email, and chat.
- Provide timely and value-adding responses that enhance customer satisfaction.
- Product Issue Replication and Reporting:
- Identify, replicate, and validate product issues reported by customers.
- Work closely with the R&D team to escalate and resolve issues.
- Feature Requests:
- Identify and log customer feature requests and follow up with relevant teams for feedback and implementation.
- Ownership of Support Tickets:
- Take ownership of support tickets and be responsible for guiding them through the process stages until a resolution is achieved.
- Track the progress and status of each support ticket and escalate when necessary.
- Support Case Escalation:
- Assess severity levels of customer issues and escalate support cases based on the business risk associated with each case.
- Ensure that SLAs (Service Level Agreements) are met, and notify the relevant teams of any breaches.
- Expert Knowledge on Brandwatch Product Suite:
- Become an expert in the Brandwatch product suite and its features as they are launched.
- Participate in feature testing and ensure customer queries regarding the product are answered comprehensively.
- Internal Knowledge Sharing:
- Maintain and update the internal knowledge base with relevant insights gained from customer interactions and feature updates.
- Contribute to knowledge-sharing initiatives that enhance the performance of all support team members.
- Training and Calibration:
- Participate in training sessions, roundtables, and calibration activities to improve your support skills and stay updated with the latest tools and features.
- Customer Experience Collaboration:
- Work closely with the Customer Experience team to improve the overall customer journey and satisfaction levels.
- Assist in developing customer communication strategies to ensure the delivery of excellent service.
- Diversity, Equity, and Inclusion:
- Be part of an inclusive environment where diverse perspectives are celebrated.
- Contribute to Cision’s commitment to fostering diversity, equity, and inclusion in the workplace.
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Cision’s Culture and Values
Cision is deeply committed to building an inclusive culture where every employee can be their authentic self. The company embraces diversity and encourages employees from all backgrounds to contribute to the success of the organization. By signing the CEO Action for Diversity & Inclusion™ pledge, Cision has shown its dedication to fostering a diverse and welcoming work environment. The company has also been recognized as a “Top Diversity Employer” by DiversityJobs.com.
How to Make Your Interview Successful
The interview process at Cision is designed to assess not only your technical skills but also your ability to collaborate, innovate, and fit into the company’s inclusive culture. Here are a few tips to help you make a lasting impression during the interview:
- Research Cision’s Products and Culture:
- Familiarize yourself with Cision’s offerings, particularly the Brandwatch product suite and its features.
- Understand Cision’s commitment to diversity and inclusion and align your responses with their core values.
- Demonstrate Your Customer Service Skills:
- Share specific examples of how you’ve provided exceptional customer support in your previous roles.
- Emphasize your problem-solving abilities and ability to handle difficult situations with professionalism.
- Show Your Ability to Work Remotely:
- Highlight your experience with remote work and your ability to manage tasks independently and efficiently.
- Discuss how you stay organized and productive while working from home.
- Emphasize Your Communication Skills:
- As a Customer Support Specialist, strong communication skills are essential. Showcase your ability to communicate clearly and effectively, both in written and verbal form.
- Demonstrate how you maintain positive relationships with customers and colleagues.
- Prepare for Common Interview Questions:
- Practice answering common customer support interview questions that focus on problem-solving, conflict resolution, and team collaboration.
- Ask Thoughtful Questions:
- Show your interest in the company and role by asking insightful questions about Cision’s products, team dynamics, and future plans.
- Be Yourself:
- Cision values authenticity and diversity. Be true to who you are and demonstrate how your unique background and perspective will contribute to the success of the company.
Sample Interview Questions and Answers for Customer Support Specialist at Cision
- Tell me about a time you solved a customer’s issue.
- Answer: “In my previous role, a customer reached out with a technical issue that was preventing them from accessing a key feature. I listened carefully to their concern, diagnosed the problem by reviewing their account and the feature’s functionality, and provided a step-by-step solution. After following up, the customer was satisfied, and we were able to resolve the issue without escalating it further.”
- How do you prioritize multiple support tickets?
- Answer: “I prioritize tickets based on their severity and the impact on the customer’s business. I use a triage system to ensure that urgent issues are addressed first, while also managing lower-priority tickets efficiently.”
- How do you handle a difficult customer?
- Answer: “I always remain calm and empathetic, listening carefully to their concerns. I validate their feelings and assure them that I will do everything I can to resolve the issue. I then work quickly to find a solution and keep the customer informed throughout the process.”
- Why do you want to work at Cision?
- Answer: “I admire Cision’s commitment to diversity and innovation, and I believe my customer support experience aligns with the company’s mission. I am excited about the opportunity to work with a company that empowers individuals and values collaboration.”
- What tools do you use to manage customer inquiries?
- Answer: “I have experience using CRM tools like Zendesk and Salesforce, as well as internal ticketing systems. I’m also proficient in using communication tools like email, chat, and phone systems to manage customer inquiries efficiently.”
- How do you ensure customer satisfaction?
- Answer: “I ensure customer satisfaction by actively listening to their concerns, offering clear and helpful solutions, and following up after resolution to ensure they are happy with the outcome.”
- How would you deal with a technical issue that you can’t resolve?
- Answer: “If I encounter a technical issue beyond my ability to resolve, I would escalate it to the appropriate team and ensure the customer is informed about the status. I would also follow up with the customer once the issue is resolved.”
- How do you stay organized when managing multiple tasks?
- Answer: “I use task management tools like Trello and Asana to keep track of my responsibilities and deadlines. I break down tasks into manageable steps and regularly review my progress to stay on track.”
- How do you keep yourself motivated when working remotely?
- Answer: “I set clear goals for myself each day and take regular breaks to stay refreshed. I also make sure to stay connected with my team through meetings and collaboration tools to maintain a sense of community.”
- What are your long-term career goals?
- Answer: “I am passionate about customer service and would like to continue growing in this field. In the long term, I hope to take on more leadership responsibilities and contribute to improving customer support strategies at Cision.”
Conclusion
Cision offers an exciting opportunity for individuals passionate about customer support to work in a dynamic, inclusive, and globally recognized company. As a Customer Support Specialist, you will play a vital role in delivering exceptional service to customers, collaborating with cross-functional teams, and driving innovation. By following the tips provided and preparing well for the interview, you can make a strong case for yourself and potentially join the Cision family. Apply now for this remote job in India and make an impact on the future of communication!
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